AccountId: 011433970860
ContactId: 458c8203-7488-4742-8aa3-76715ffc53c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137479 ms
Total Talk Time (AGENT): 39736 ms
Total Talk Time (CUSTOMER): 28322 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/458c8203-7488-4742-8aa3-76715ffc53c6_20250207T15:55_UTC.wav
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[AGENT][NEUTRAL] Hello caller, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can hear you now. Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] So a patient's eligibility.
[AGENT][POSITIVE] I'd be happy to assist with the eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] Here.
[AGENT][POSITIVE] And here, if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 02567844.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. I do show the policy is currently active. Effective date is [PII]. And were you needing a back back breakdown of the benefits?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 5 to 7 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] Well thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.